# Incoming WhatsApp Calling API – Your Complete Guide

### <mark style="color:green;">🌟 Introduction</mark>

The **Incoming WhatsApp Calling API** is a newly launched feature in **DoubleTick** that allows your customers to place **voice calls directly to your WhatsApp Business number**.

Instead of relying only on text messages, your customers and prospects can instantly connect with your team through voice — making conversations **faster, more personal, and more engaging**.

The best part?\
👉 All your customer interactions — **messages + calls** — stay in **one place** inside DoubleTick.

This makes managing communication smoother for your team and helps you deliver a professional and reliable customer experience.

Let’s break it down step by step.

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### 🌟 <mark style="color:green;">What is the Incoming WhatsApp Calling API?</mark>

The Incoming WhatsApp Calling API allows customers to **call your business directly from WhatsApp**.

For example:\
If a customer is chatting with your team and feels that a quick conversation is needed, they can simply tap the **call button** inside WhatsApp and connect instantly.

With DoubleTick, this isn’t just a call — it’s fully integrated into your business workflows:

* 📲 **Call pop-ups** inside your DoubleTick dashboard
* 🎙️ **Automatic call recordings** (with option to download)
* 📂 **Call logs** to track missed, declined, and completed calls
* 🔗 **Calls + chats in one thread** with timestamps

It feels as natural as regular WhatsApp calling — but optimized for **business use**.

***

### <mark style="color:green;">✅ Who Can Use It? (Eligibility)</mark>

Not every business can enable this feature right away. There are a few requirements to ensure quality and compliance:

* **WABA tier** → Your WhatsApp Business Account (WABA) must be in the **1K+ business-initiated messaging tier**.
* **Supported countries** → Your business number must be registered in a **supported country**.
  * ❌ Currently, the feature is **not supported** for numbers in:
    * USA
    * Canada
    * Turkey
    * Egypt
    * Vietnam
    * Nigeria
    * UAE
* **Customer reach** → Customers can call in from **anywhere WhatsApp is available worldwide**, even if your business number is only registered in a specific country.

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### 🌍 <mark style="color:green;">Can Businesses Receive International Calls?</mark>

Yes!

* As long as your **business number is from a supported country**, you can **receive calls from anywhere in the world** where WhatsApp works.
* ⚠️ Outbound calls (business-initiated) are restricted in USA, Canada, Turkey, Egypt, Vietnam, and Nigeria.

***

### <mark style="color:green;">💡 Why Should Businesses Use It?</mark>

Modern customers expect **quick, human-like conversations**. While messaging is convenient, sometimes a **call is the fastest way** to get clarity.

Here’s why businesses love this feature:

* ⚡ **Faster resolutions** – Turn a chat into a call instantly and resolve queries quicker.
* 🤝 **Higher trust** – A real voice adds a personal, reliable touch to your brand.
* 🔄 **Seamless experience** – No app switching, no separate phone numbers. Everything happens on WhatsApp.
* 🗂️ **All-in-one history** – Calls + messages in the same chat thread, keeping the context intact.

In short → It makes your customer experience **smoother, faster, and more professional**.

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### <mark style="color:green;">📌 Common Use Cases</mark>

Here’s how real businesses use the Incoming WhatsApp Calling API:

* **Customer Support Escalation** → If a customer is stuck, switch to a quick call and solve instantly.
* **Sales Consultations** → Talk through pricing, packages, or product details to close deals faster.
* **Order Confirmations** → Let customers call in to confirm order details or clarify delivery instructions.
* **Technical Support** → Guide customers through step-by-step troubleshooting in real time.
* **Lead Qualification** → Speak to leads directly, answer questions, and increase conversion chances.

***

### <mark style="color:green;">🚀 Key Features of DoubleTick WhatsApp Incoming Calls</mark>

DoubleTick makes the base WhatsApp Calling API even more powerful by adding useful business-ready features:

* 📞 **Multiple Incoming Calls** → Manage multiple customer calls without disruption.

![](https://canny-assets.io/images/4a8fce3b698b6730358977277e5df75c.png)

* 🎙️ **Call Recording** → Every call is recorded automatically.

![](https://canny-assets.io/images/07db67dba4ac8bb756ff16658c7235bf.png)

* 💾 **Call Download** → Recordings can be downloaded for training, audits, or compliance.

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FcHmJfkZVeVAKzxRXykvX%2Fimage.png?alt=media&#x26;token=ff41154d-8706-4b2b-93c9-fe0a23fa7b1e" alt=""><figcaption></figcaption></figure>

* 📂 **Call Logs** (left-side panel):
  * **Sections**: All Calls & My Calls
  * **Sub-categories**: All, Missed, Declined
  * **Filters**: by Date Range, Team Member, WABA (if multiple enabled), and Tags

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FRwR2bHKp7aBmr6yyz3UN%2Fimage.png?alt=media&#x26;token=2daf72ce-2f74-4e08-8dad-e321cbf29d16" alt=""><figcaption></figcaption></figure>

* 🔗 **Chat + Call Sync** → Calls show up directly inside the same chat thread with timestamps & recording links.

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2F02d6rxxbUYs1p2gLvUqy%2Fimage.png?alt=media&#x26;token=682788e6-d366-4ac4-98ba-787e18b4d0f7" alt=""><figcaption></figcaption></figure>

* 💳 **Easy Billing** → Per-minute charges are auto-deducted from your DoubleTick wallet.

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FDKL5gvAMbwHyN44EvHaV%2Fimage.png?alt=media&#x26;token=9b694a1d-b1a9-46d3-9333-dc1a89e5d333" alt=""><figcaption></figcaption></figure>

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### <mark style="color:green;">⚖️ Limitations to Keep in Mind</mark>

To avoid surprises, here are the current limitations:

* Only **voice calls** are supported (video calling not available yet).
* Currently limited to **incoming calls** (outbound calls rolling out soon).
* **Eligibility requirement**: WABA must be in the 1K+ tier.
* **Geographic availability**: Supported everywhere except USA, Canada, Turkey, Egypt, Vietnam, Nigeria (for business-initiated calls).

***

### <mark style="color:green;">💰 Pricing & Per-Minute Charges</mark>

* To enable WhatsApp Calling, you need to **purchase an addon** from your DoubleTick account.
* Billing has **two parts**:
  1. **Monthly platform fee (addon cost)**
  2. **Per-minute call charges** (based on customer’s country)
* Charges are **deducted directly** from your DoubleTick wallet.
* 📌 Detailed per-minute rates are available here: [*\[View Call Rates\]*](https://doubletick.io/conversation-cost)

***

### <mark style="color:green;">🔒 Role Permissions for WhatsApp Calls</mark>

Admins can manage who in the team has access to WhatsApp Calling by configuring **Role Permissions** in DoubleTick.\
Under **Roles → Call Management**, you’ll find these options:

* 📞 **Initiate Call**\
  Ability to start **outgoing calls** (once outbound calling is live).
* ⚙️ **Modify Call Settings**\
  Ability to update and change **call-related settings**.
* ☎️ **Receive Call**\
  Ability to **answer incoming WhatsApp calls** directly inside DoubleTick.
* 📂 **View Call Log**\
  Ability to view all call history, including missed, declined, and completed calls.

👉 With these permissions, you can give:

* **Support Agents** → “Receive Call” only.
* **Supervisors** → “View Call Log” + “Receive Call”.
* **Managers/Admins** → All permissions for full control.

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2F013KdgmockeBm1cjooRL%2Fimage.png?alt=media&#x26;token=223b1872-544e-4fb1-aeca-c0c1669104bf" alt=""><figcaption></figcaption></figure>

This ensures only the right team members can pick up calls, view logs, or modify call settings, keeping your operations secure and organized.

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### <mark style="color:green;">🛒 How to Purchase & Enable WhatsApp Calls</mark>

Getting started is quick and simple:

1. Log in to your **DoubleTick account**
2. Go to **Settings → Billings & Invoices → Purchase Addons**
3. Scroll down to **WA Calls**
4. Click **Add to Cart & Purchase**

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### <mark style="color:green;">🎯 Why This Matters for You</mark>

With DoubleTick’s **Incoming WhatsApp Calling API**, you:

* Deliver a more **human, personal touch** to customers
* Keep **calls + messages organized in one place**
* Improve **response time & trust**
* Never lose track — thanks to **logs, filters, and recordings**

This isn’t just another feature. It’s a **new way of building stronger, real-time relationships** with your customers.